Tim Richter

One recent study published by Marketing Week revealed that 75% of companies acknowledge that customer experience (CX) is of increasing strategic importance.  Yet only 24% said that customer experience is fully embedded in their organization. If your company has not fu [...]

This blog post is part of a series focusing on improving the customer experiences.  A software application will only get you so far when building an effective customer engagement management strategy. Sounds a little weird coming from a cloud communications company, doesn’t it? After all, our br [...]

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In this final part of my three-part series about improving quality management in the contact center, he [...]

We’ve all experienced the pain first hand. All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technolo [...]

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. For part two, I’ll look at how companies can implement a structured approach to coaching to help contact center agents reach their ful [...]

Customer experience serves as a major differentiator for your business. Customers expect to reach you in the channel of their choice, and demand knowledgeable agents capable of solving issues in a single interaction. And they expect you to use the best available technology to make their experience e [...]